Senior Manager – Operational Excellence
On-siteParanaque City, Metro Manila, Philippines
Job Summary
Own operational performance reporting for Manila Operations, designing dashboards that track productivity, quality, and SLA adherence while ensuring data integrity. Lead end-to-end process improvement initiatives using Lean and Six Sigma methodologies to map current and future states, quantify benefits, and embed a culture of continuous improvement across 222 FTEs. Partner with onshore business unit leaders and operations managers to drive structured improvements, establish standardized operating procedures, and mature the operation from reactive to performance-driven. Build capability within the team through coaching and structured programs to support the GM Operations in shaping the longer-term operating model.
Required Qualifications
- Minimum 7 years' experience in operations
- At least 3 years in an operational excellence, continuous improvement, or operations leadership role
- Demonstrated experience driving process improvement and operational performance within a BPO, shared services, or large-scale service operations environment
- Strong analytical and reporting capability
- Proficiency in tools such as Power BI, Tableau, advanced Excel, or equivalent
- Proven ability to translate operational data into clear, actionable insights and improvement recommendations
- Hands-on experience applying Lean, Six Sigma, or equivalent continuous improvement methodologies to deliver measurable outcomes
- Excellent stakeholder management skills
- Experience partnering with senior business leaders to drive change
- Bachelor's degree in Business, Operations Management, Engineering, or a related discipline
Desired Qualifications
- Lean Six Sigma Green Belt or Black Belt certification
- Experience operating in or supporting Australian or New Zealand business operations
- Background in operations management (e.g., Team Manager or Operations Manager) prior to moving into a horizontal operational excellence role
- Experience building or maturing an operational excellence function from the ground up
- Familiarity with process mapping tools (Visio, Lucidchart, BPMN) and reporting platforms
- SQL proficiency or experience with database querying
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